The crisis in the UK financial services industry has led to retail banking customers treating transactions with growing scepticism. Retail banks are having to work very hard to regain customer trust. Despite recent research in marketing that acknowledges the importance of service loyalty to...

This chapter considers a probabilistic reasoning based investigation of an information system concerned with consumer choice. The DS/AHP technique for multi-criteria decision making is employed in this consumer analysis, and with its development formed from the Dempster-Shafer theory of evidence...

Purpose - The purpose of this paper is to investigate "tribal" consumption behaviour and its relationship to branding, in the particular context of the surfing community in Portugal. Design/methodology/approach - Two focus group meetings with "surfers" and "fans" respectively, in April 2006,...

How brand slogans can influence and change the consumers’ perception of image of products has been a topic of great interest to marketers. However, it is a non-trivial task to evaluate how brand slogans affect their customers’ emotions and how the emotions influence the customers’...

Purpose: This study examines the equivalence of the use of a customer satisfaction survey in four culturally divergent contexts. Design/methodology/approach: It is based on 6,776 responses collected from fast food customers in Greece, Jamaica, the UK and the USA. Findings: The results reveal...

The banking distribution system is going through a rapid process of change. This research study focuses on the analysis of the perceptions, of 58 bank branch managers selected from 14 branches belonging to two major Scottish banks, of the impact of a variety of planning practices on...